Good blog from Nigel Brownbill yesterday at http://bethebestinbusiness.blogspot.com/2012/02/is-deceiving-customer-new-competitive.html discussing the Sunday Times reports over the past two weekends regarding Toyota and its warranty policy. Apparently the company has told employees not to repair any issues with cars that are not reported by customers during any services unless they relate to safety.

A perfect example of how far you can get from having customers as the focus of your business strategy and how one leaked memo can have a significant impact on the image of your company.



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